Right, it's not the computerization, it's the gamification, or to put a name on it - cost accounting. In both the pharmacy and travel examples, the computer wor

Right, it's not the computerization, it's the gamification, or to put a name on it - cost accounting. In both the pharmacy and travel examples, the computer workflow was a huge win for everyone until the investors demanded growth every quarter, forever. As soon as society imparts that requirement, the customer becomes the enemy, to be out maneuvered and anything spent on them minimized "at all costs."